Senior Default Servicing Collector - Small Business

Job Description

Location : On site at location listed in job posting.

At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience. We are passionate about doing things right and doing the right things. We collaborate with each other and with our internal business partners to delight our customers. We believe in creating an environment where everyone's ideas are valued so that the team operates at its best. Our team members serve with humility and a deep commitment to their responsibility to be the best at serving their customers one opportunity at a time.

Summary :

Working with our business customers, the Small Business Collection Agent reaches out on delinquent accounts to notify the customer and negotiate and facilitate loan payment schedules. The Small Business Collection Agent conducts detailed reviews of business accounts and articulates options to customers, taking responsibility for each interaction.

We are seeking a dedicated, disciplined individual who excels in a team environment, who takes ownership and who is enthusiastic about a job well done.

Essential Duties and Responsibilities :

• Serves as the voice and personality behind the First Horizon Bank brand, providing quality customer service with each and every customer interaction, meeting the promise of being the best at serving our customers, one opportunity at a time.
• Takes ownership of every customer experience.
• Identifies opportunities to better assist customers, including review and discussion of past due account detail, through effective call interaction.
• Conducts detailed reviews of accounts (past payment history, patterns, address changes, etc.) and articulates options to customers.
• Recognizes and reviews total customer relationships.
• Analyzes and determines future disposition of customers' accounts.
• Negotiates and facilitates loan payment schedules for customers.
• Follows up on loan payment arrangements.
• Available for inbound calls; answers phone using appropriate etiquette, following documented privacy procedures.
• Utilizes good judgment and understanding of company policy to effectively make decisions to resolve customer issues.
• Accurately completes and maintains customer account records.
• Identifies red flags (customers in need of loss mitigation or other assistance) or other legal statuses requiring escalation and refers to appropriate internal departments.
• Verifies and documents all applicable information into appropriate bank account management systems.
• Develops and maintains positive working relationships with others; supports team to reach departmental goals.
• Achieves monthly individual and team based targeted performance goals.
• Handles all situations in a professional, ethical manner.
• Escalates special situations or problems, as necessary.

Abilities :

Skills :

Education and / or Work Experience Requirements :

Physical Requirements :

Hours :

About Us First Horizon Corporation is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, and mortgage banking services. First Horizon has been recognized as one of the nation's best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank. More information is available at www.FirstHorizon.com .

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